3 April 2023
Intercorp Solutions (“Intercorp”) has achieved a spectacular 2022 customer service review, which highlights the company’s dedication to delivering exceptional customer service. In this article, we will delve into how Intercorp achieved this remarkable feat by analyzing the key metrics and best practices that enabled them to surpass the global benchmark in customer service.
First Response Time
Intercorp has set an incredibly high standard when it comes to first response time. The company achieved an average first response time of 0.2 hours, compared to the global benchmark of 32 hours. This means that customers who contact Intercorp Solutions can expect a prompt response within minutes of submitting their query. Achieving such a rapid response time is no easy feat, but Intercorp has managed to do so by implementing various best practices.
One of the primary ways Intercorp has managed to achieve a quick first response time is by investing in the right technology. The company has implemented a robust customer service platform that enables them to efficiently manage and prioritize customer queries. The platform also provides real-time analytics, which enables the company to quickly identify and resolve issues. This technology has helped Intercorp streamline their customer service process, enabling them to respond to customer queries more rapidly.
Another key factor that has enabled Intercorp to achieve a quick first response time is their customer-centric approach. The company places a strong emphasis on understanding their customers’ needs and expectations. They have implemented a customer feedback system that enables them to collect feedback on their service quality and make improvements accordingly. By continuously listening to their customers, Intercorp has been able to identify areas for improvement and make the necessary changes to improve their first response time.
Average First Assign Time
Intercorp has also achieved an impressive average first assign time of 0.47 hours, compared to the global benchmark of 12 hours. This means that once a customer query is received, it is assigned to a customer service representative within minutes. Achieving such a fast first assign time is crucial in ensuring that customers’ issues are addressed promptly.
One of the ways Intercorp has managed to achieve a fast first assign time is by implementing a dedicated team of customer service representatives. The company has a team of highly trained and experienced representatives who are equipped to handle customer queries efficiently. By having a dedicated team, Intercorp is able to ensure that customer queries are addressed promptly, resulting in a faster first assign time.
Another way Intercorp has achieved a fast first assign time is by investing in a robust customer service platform. The platform enables the company to efficiently manage and prioritize customer queries, ensuring that urgent queries are addressed first. By having a streamlined process in place, Intercorp can quickly assign queries to the appropriate representative, resulting in a faster first assign time.
Intercorp has achieved a remarkable 100% SLA, compared to the global benchmark of 70%. This means that the company has consistently met or exceeded their service level agreement with customers, ensuring that their queries are resolved promptly and efficiently.
One of the ways Intercorp has achieved a 100% SLA is by implementing a robust monitoring system. The company closely monitors their service quality, ensuring that they are meeting their SLA consistently. By continuously monitoring their service quality, Intercorp is able to quickly identify and address any issues, ensuring that their SLA is consistently met.
Another key factor that has enabled Intercorp to achieve a 100% SLA is their customer-centric approach. The company places a strong emphasis on understanding their customers’ needs and expectations. They have implemented a customer feedback system that enables them to collect feedback on their service quality and make improvements accordingly.
In conclusion, Intercorp has achieved exceptional customer service metrics by implementing a customer-centric approach, investing in the right technology, having a dedicated customer service team, and continuously monitoring their service quality. These factors have enabled the company to surpass global benchmarks in customer service, and they serve as a great example of how a customer-centric approach can drive business success.